The Customer Experience team plays a critical role in helping clients successfully adopt and realize value from the PERSUIT platform. Through thoughtful onboarding, stakeholder engagement, and operational excellence, the team helps legal departments transform how they work with outside counsel.
The RoleWe are seeking an experienced and driven
Onboarding Manager to lead enterprise client implementations and onboarding programs. In this role, you will manage multiple onboarding projects simultaneously, partner closely with senior legal and operational stakeholders, and ensure clients achieve successful adoption of the PERSUIT platform.
You will serve as the primary project lead throughout implementation, balancing stakeholder management, operational rigor, and technical platform configuration. As we continue to scale, you will also play an important role in refining onboarding processes, leveraging technology and AI-driven solutions, and contributing to the evolution of our onboarding strategy and playbooks.
This role is ideal for someone who thrives in a fast-paced environment, enjoys building trusted client relationships, and takes ownership of delivering complex projects with exceptional attention to detail.
Key ResponsibilitiesClient Onboarding & Implementation- Own and manage onboarding for 8-12 enterprise clients simultaneously, guiding them through all phases of implementation and adoption. This includes both corporate legal departments and their law firms.
- Lead clients through onboarding projects ranging from 3-6 months, ensuring milestones, deliverables, and timelines remain on track.
Project Delivery & Risk Management- Identify, manage, and escalate risks to onboarding project plans proactively before they impact outcomes.
- Partner with internal and external stakeholders to remove blockers and ensure successful implementation.
Stakeholder Engagement & Relationship Management- Serve as the primary point of contact throughout onboarding.
- Lead kick-off meetings, project reviews, and training sessions.
- Build trusted relationships with senior legal, procurement, operations, finance, and technology stakeholders.
- Drive accountability while maintaining strong client relationships and a positive customer experience that builds long-term trust and growth opportunities.
Platform Adoption & Technical Onboarding- Develop expertise in the PERSUIT platform and associated workflows, including eBilling functionality and platform configuration.
- Guide clients through system setup, configuration, data readiness, and adoption activities.
- Collaborate with subject matter experts to support more complex technical requirements and integrations.
- Contribute to support ticket resolution and troubleshooting with users.
Operational Excellence & Continuous Improvement- Contribute to the evolution of onboarding playbooks, documentation, processes, and client communications.
- Identify opportunities to improve efficiency, scalability, and client outcomes.
- Leverage AI, automation, and operational tooling to streamline workflows and enhance the onboarding experience.
- Surface customer feedback and implementation insights to Product and cross-functional teams.
Cross-Functional Collaboration- Partner closely with Customer Success, Sales, Support, Product, Engineering, and other internal stakeholders to deliver a seamless onboarding experience.
- Share knowledge and best practices across the Customer Experience organization and the broader company.
Location & CompensationWhile we have a strong preference for candidates based in the New York / New Jersey metropolitan area, we are also open to exceptional candidates residing in the Eastern Time Zone.Candidates must have current, valid work authorization in the United States. Unfortunately, we are not able to provide sponsorship for visas or work permits at this time.
The base salary for this role is $120,000.RequirementsRequired- Bachelor's degree or equivalent experience.
- 3-6 years of experience in a client-facing role such as:
- SaaS onboarding or implementation
- Customer success
- Consulting or professional services
- Project management
- Client delivery
- Proven experience managing multiple concurrent projects with competing priorities and deadlines.
- Strong stakeholder management skills, including experience working with senior-level client stakeholders.
- Exceptional communication, presentation, and relationship-building skills.
- Strong organizational skills and attention to detail.
- Ability to proactively identify risks and drive solutions.
- Current authorization to work in the United States.
Preferred- Experience with project management tools such as Jira, Smartsheet, Asana, Monday.com, or similar platforms.
- Experience in SaaS, legal technology, legal operations, consulting, or professional services environments.
- Familiarity with eBilling, legal operations workflows, or enterprise software implementations.
- Curiosity and enthusiasm for AI tools, process improvement, and operational scalability.
- Experience working in a fast-paced startup or high-growth technology environment.
What Makes Someone Successful in This RoleYou are:
- Highly organized and capable of managing multiple complex workstreams simultaneously.
- Comfortable influencing and guiding senior stakeholders.
- Proactive, resourceful, and solutions-oriented.
- Operationally curious and continuously looking for ways to improve processes.
- Energized by ownership and accountability.
- Excited by the opportunity to help organizations adopt new technologies and ways of working.
Benefits- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Training & Development
- Wellness Resources
